Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/6285
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dc.contributorDepartment of Industrial and Systems Engineering-
dc.creatorYuen, FT-
dc.creatorChan, SL-
dc.date.accessioned2014-12-11T08:25:08Z-
dc.date.available2014-12-11T08:25:08Z-
dc.identifier.urihttp://hdl.handle.net/10397/6285-
dc.language.isoenen_US
dc.publisherSAGE Publicationsen_US
dc.rightsThis work is licensed under the terms of the Creative Commons Attribution 3.0 Unported License (http://creativecommons.org/licenses/by/3.0/)en_US
dc.subjectCustomer relationship managementen_US
dc.subjectSystem dynamicsen_US
dc.subjectCustomer satisfactionen_US
dc.titleSystem dynamics modelling in CRM : window fashions galleryen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage77-
dc.identifier.epage84-
dc.identifier.volume2-
dc.identifier.issue2-
dc.identifier.doi10.5772/9719-
dcterms.abstractThe core research issue on which this study focuses is customer relationship management (CRM) in a designated window fashions firm. A system dynamics-based CRM model is developed to help evaluate the effectiveness of CRM in the firm and examine factors affecting customer satisfaction. Different relationships and linkages between the firm, its employees, and its customers are identified to establish feedback loops that analyze the system over time. The analysis of the CRM model shows that employee satisfaction is the key leverage point affecting customer satisfaction, number of customers, and sales volume of the firm. Product attractiveness and service quality also play an important role in influencing the level of customer satisfaction. On the other hand, advertising and employee training have only minor effects on customer satisfaction.-
dcterms.accessRightsopen accessen_US
dcterms.bibliographicCitationInternational journal of engineering business management, 2010, v. 2, no. 2, p. 77-84-
dcterms.isPartOfInternational journal of engineering business management-
dcterms.issued2010-
dc.identifier.eissn1847-9790-
dc.description.oaVersion of Recorden_US
dc.identifier.FolderNumberOA_IR/PIRAen_US
dc.description.pubStatusPublisheden_US
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